Every GUNAI electric bicycle and electric scooter is covered by a one-year warranty on manufacturing defects provided by our manufacturer to the original user. Warranty parts are usually sent from mainland China, and the delivery time is about 7-15 days. GUNAI guarantees that this product, including all individual components, has defects in material or workmanship as follows:
GUNAI Limited Warranty
GUNAI’s bicycle and scooter components(accessories) including forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, throttle, wiring harness, LCD display, kickstand, reflectors and hardware are warranted to be free from manufacturer defects in materials and/or workmanship for a 3 months period from the date of original purchase. Wear and tear is not covered under warranty. 6 months warranty for motor and controller.Three-year warranty for the frame.
GUNAI’s lithium ion batteries are warranted to be free from manufacturing defects in materials and/or workmanship for half a year period from the date of original purchase. The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage.
What Will We Do to Solve Your Problem？
If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective part（Send a video to guide you to replace new accessories）. We will replace any parts deemed to have been damaged during shipping. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by GUNAI.
What Will We Not Do?
GUNAI will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component.
Terms of Warranty
This warranty only applies to the original owner of a GUNAI bicycle or scooter. This warranty is expressly limited to the replacement of defective parts at the sole discretion of GUNAI. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued, in these cases the original bike may have to ship to the GUNAI facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent. This warranty does not include consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes). GUNAI will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to GUNAI within a reasonable amount of time after shipment arrival. In no event shall GUNAI be responsible for any direct, indirect or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with their products.
All claims to this warranty must be made through GUNAI. Proof of purchase may be required with any warranty request. Before making a warranty claim, we suggest that you contact our Technical Support team at firstname.lastname@example.org as there may be a simple fix for your problem. Valid warranty claims will be processed through GUNAI within one year of initial purchase. Warranty claims may be submitted to email@example.com.
Shipping Damage Claims
IMMEDIATELY inspect your product(s) for damage. Freight damage claims are extremely time sensitive. We will not accept freight damage claims later than 5 days from receipt of product. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 5 days of delivery to a GUNAI`s customer service representative. Please contact our technical support team via email or WhatsApp for return/exchange instructions.
Credit Card Chargebacks
If for any reason a credit card chargeback of any amount is issue on an order and the customer is still in possession of the product(s) withing said order, the warranty will be paused until the chargeback is resolved.
What R-E-S-P-E-C-T Means To Us
We pride ourselves in being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We understand that often times when you call/email customer support it is because something may have gone wrong or there is an issue (which is the worst!). We also understand that often times these potential issues cause frustration and even sometimes anger, but, we will NOT tolerate rude/vulgar language towards our staff. We will offer a warning if this occurs, after that we do reserve the right to refuse service, terminate accounts, issue refunds, void warranties, or cancel orders at our sole discretion. If this decision is made it is final and cannot be undone.